Empire Today, LLC

The local office is actively working with the customer and their daughter to schedule a mutually convenient date for service

Complaint: ***
I am rejecting this response because:It wasn't as
though this was a simple form of miscommunication, this continued over timeHorrible customer service, inconsistent and dishonestYes, almost a WEEK later they came to complete my hall which was a part of the original purchase and the addition of the masterHowever, my additional concern when their contractors came back to finish the job, it was new peopleThat is now strangers that know where I live; I don't appreciate thatI was told when I signed my contract with your representative that one contractor completes their work because they would be responsible for follow upWhy would you send two new people to one finish someone else 's job that wasn't completed (hallway) and two not inform me it would be new peopleYou've done flooring in 75% of my house and although the contractors weren't a problem, you were and your the companythe other issue the day work was completed was the cost of the bedroom to be done; after talking with a lady the day before, she agreed to take $off the total, but not adjusting the taxes chargedthe contractor arrived with the old price and we both had to call several times; he continued to get disconnected and we would both get people that didn't know how to do anythingFinally I told someone to look at the notes and it appeared; then had to wait on hold again while she documented itAgain you all should be ashamed of yourselves and because of how you handled me as a customer I wouldn't consider this resolved at all and would NEVER refer you to anyone else! Regret allowing you back in my home; you don't deserve me as a paying customer again!
Sincerely,
*** ***

We appreciate the customer
contacting us regarding his concernsWe have spoken with the customer and
offered to complete the restretch at no cost, as a customer courtesyThe
customer accepted this offer, and the service is scheduled for December 31,
We appreciate the customer’s feedback
and look forward to amicably resolving
this matter

We appreciate the customer contacting us regarding their concernsWe have agreed to replace the family room at no cost to the customerThe product has been ordered and the local office will contact the customer to schedule once the product has arrived

We appreciate the customer contacting us regarding their concernsUpon take up of the old flooring, possible asbestos tile was discoveredWe are not licensed to address asbestos flooring, and requested that the home owner have the tile tested and abated, if neededWe were advised by the customer
that they moved forward with the flooring installation with another vendorWe look forward to working with the customer on future home improvement projects

We appreciate the customer contacting us regarding their concernsThe local office has reviewed and is submitting for review for a manufacturing warranty claim

We appreciate the customer contacting us regarding their concerns. The local office has inspected and contacted the customer regarding an offer to service, including replacement of the carpet on the stairs, under the warranty at no cost to the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are also reimbursing the customer $as requestedChecks come from our central office and take 7-business days to be received

We appreciate the customer contacting us regarding their concernsThe local office has spoken with the customer and scheduled a resection appointment

We conducted an inspection on November 12, and determined
that a replacement is neededThe necessary material has been ordered,
and once we have received it, we will follow up with the customer to schedule
the replacement at her convenienceWe appreciate the customer’s feedback and
look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsPer the customer’s request, we have canceled the order and issued a full refund of the deposit to the original method of paymentWe look forward to working with the customer on future home improvement projects

We appreciate the customer contacting us regarding her concernsWe have spoken with the customer and have come to an agreement to the resolution of their matter

We appreciate the customer contacting us regarding their concernsInstallation was completed on the rescheduled dateWe apologize for any inconvenience this causedWe thank the customer for their feedback

The local office spoke with the customer and was able to reach an amicable resolution to the concernsWe thank the customer for their feedback

We appreciate the customer contacting us regarding their concerns The installed floor was fully replaced under warranty at no cost to the customer August 24, We thank the customer for their feedback regarding their order and service

We appreciate the customer contacting us regarding their concernsWe offered a paid repair as this service is not covered by warrantyWe then reduced the price further, however the customer canceled the serviceWe thank the customer for their feedback

We appreciate the customer’s feedbackThe local office has spoken with the customer and offered to inspect, however the customer will not be available until MarchWe are happy to move forward at the customer’s convenience

Complaint: ***
I am rejecting this response because:This has been the worst customer experience I’ve ever hadThey tell me one thing and then take days for completionYes someone came out and I was told that this process would begin to get better and they would follow up with me to ensure timely completionRight now, I don’t know what the next steps are and I had to send them a email about a sales representative that they used who violated my privacy in talking about my credit to someone who had no business hearing or talking about withThey told me that they would expedite this issue to his manager and I’ve heard nothing else about that either.I want this process completed professionally and efficiently before the year is outIt’s bad enough that I had to go through this inthe first place
Sincerely,
Holland ***

We appreciate the customer contacting us regarding her concerns
We have agreed to fully replace the carpet originally installed in at a greatly discounted costThe install is currently in progress as scheduled